ICMI’s Global Contact Center Awards: Celebrating Excellence in Customer Experience
Honoring the Trailblazers Who Define Industry Excellence
For over a decade, ICMI's Global Contact Center Awards have recognized the exceptional individuals, teams, and organizations that set the gold standard in customer experience innovation. This prestigious program celebrates those who demonstrate outstanding commitment to leveraging cutting-edge technologies, implementing transformative solutions, and establishing best practices that elevate both customer and employee experiences.
Discover the remarkable winners who have shaped the contact center industry through their dedication to excellence. From frontline heroes to visionary leaders, these award recipients represent the best of what our community has to offer—professionals who consistently deliver exceptional service in the dynamic and fast-paced world of customer engagement.
Join us in celebrating these champions of customer experience as we showcase their achievements and the lasting impact they've made on our industry.
Best Contact Center Agent
Year | Winner | Company |
|---|---|---|
2024 2024 | 2024 Sara Hardy | 2024 WebMD Health Services |
2023 2023 | 2023 Tiffany Ireland | 2023 WebMD Health Services |
2022 2022 | 2022 Gloria Felts | 2022 WebMD Health Services |
2021 2021 | 2021 Jeanette Menapace | 2021 WebMD Health Services |
2020 2020 | 2020 Alexa Pratt | 2020 WebMD Health Services |
2019 2019 | 2019 Danielle | 2019 US Bank Global Fund |
Bronikowski | Services | |
2018 2018 | 2018 Mike Granato | 2018 WebMD Health Services |
2017 2017 | 2017 Reyna Diaz | 2017 Crisis Response Network |
2016 2016 | 2016 Karli Gundersen | 2016 New York Life Insurance |
2015 2015 | 2015 Carmen Diaz | 2015 New York Life Insurance |
2015 2015 | 2015 Carmen Diaz | 2015 New York Life Insurance |
2014 2014 | 2014 Codi Turner | 2014 BuildASign.com |
2013 2013 | 2013 Noe Vazquez | 2013 North American Bancard |
Best Contact Center Supervisor
Year | Winner | Company |
|---|---|---|
2024 2024 | 2024 Courtney Shefferd | 2024 Navy Federal Credit Union |
2023 2023 | 2023 Victoria Philpot | 2023 Navy Federal Credit Union |
2022 2022 | 2022 Darlene Unger | 2022 Showdown Displays |
2021 2021 | 2021 Kristina Andrews | 2021 Publishing Concepts, Inc. |
2019 2019 | 2019 Ashley Trout | 2019 WebMD Health Services |
2018 2018 | 2018 Adriana Thompson | 2018 BuildASign.com |
2017 2017 | 2017 Mark Crenshaw | 2017 Wells Fargo Treasury Management Client Delivery |
2016 2016 | 2016 Nicole Berry | 2016 Sedgwick |
2015 2015 | 2015 Cecelia Mastin | 2015 Intuit |
2015 2015 | 2015 Carmen Diaz | 2015 New York Life Insurance |
2014 2014 | 2014 Brock Faucette | 2014 AICPA |
2013 2013 | 2013 Brian Fornuto | 2013 New York Life Insurance |
Best Contact Center Manager
Year | Winner | Company |
|---|---|---|
2024 2024 | 2024 Aleasha McDaniel | 2024 STCU |
2023 2023 | 2023 Phillip Davis | 2023 PCI, Publishing Concepts |
2022 2022 | 2022 Sarah Koop | 2022 WebMD Health Services |
2021 2021 | 2021 Rocky Buchta | 2021 WebMD Health Services |
2020 2020 | 2020 Futoon Koudsi | 2020 DHL Express UAE |
2019 2019 | 2019 Jerri Pigg-Shoemake | 2019 WPS Government Health Administrators |
2018 2018 | 2018 Melissa Headrick | 2018 VIPdesk Connect |
2017 2017 | 2017 Kristine Hartkopf | 2017 Freeman |
2016 2016 | 2016 Chuck Browne | 2016 Vivint Smart Home |
2015 2015 | 2015 Cecelia Mastin | 2015 Intuit |
2015 2015 | 2015 Jon Koelling | 2015 Intuit |
2014 2014 | 2014 Tony Cabrera | 2014 New York Life Insurance |
2013 2013 | 2013 Deb Brown | 2013 Guardian |
Best Contact Center Trainer
Year | Winner | Company |
|---|---|---|
2023 2023 | 2023 Scott Kilberg | 2023 Showdown Displays |
2022 2022 | 2022 Pat Ricken | 2022 Transparent BPO |
2021 2021 | 2021 Kaitlin Eddinger | 2021 Navy Federal Credit Union |
2020 2020 | 2020 Brandon Edwards | 2020 Sitel Group |
2019 2019 | 2019 Shelley Reyes | 2019 MindTouch |
Best Contact Center Workforce Manager
Year | Winner | Company |
|---|---|---|
2023 2023 | 2023 Dr. Debra Bentson | 2023 Kaiser Permanente |
2021 2021 | 2021 Chris Martin | 2021 WebMD Health Services |
2020 2020 | 2020 Daniel Smitley | 2020 World Travel Holdings |
Customer Hero of the Year
Year | Winner | Company |
|---|---|---|
2024 2024 | 2024 LaVonne Sanchez | 2024 Showdown Displays |
2023 2023 | 2023 Tyda Marco | 2023 DAT Freight & Analytics |
2022 2022 | 2022 Davy Kesner | 2022 Frontier Communications |
2021 2021 | 2021 Ana María Ramírez | 2021 Callzilla |
Lifetime Achievement Award
Year | Honoree |
|---|---|
2024 2024 | 2024 Jim Tincher |
2023 2023 | 2023 Leslie O'Flahavan |
2020 2020 | 2020 G. Todd Gladden |
2019 2019 | 2019 John Goodman |
2017 2017 | 2017 Bob Furniss |
2016 2016 | 2016 Rose Polchin |
Best Customer Service Business Leader
Year | Winner | Company |
|---|---|---|
2015 2015 | 2015 Steven Fedorchuk | 2015 ATB Financial |
2014 2014 | 2014 Heather Magaha | 2014 Wells Fargo |
2013 2013 | 2013 Josh Chapman | 2013 Cars.com |
Customer Service Rising Star
Year | Winner | Company |
|---|---|---|
2016 2016 | 2016 Grant Golden | 2016 Medfusion |
Best Small Contact Center
Year | Winner | Runner-Up |
|---|---|---|
2024 2024 | 2024 Gopher Sport | 2024 OneCause |
2023 2023 | 2023 OneCause | 2023 Apexus |
2022 2022 | 2022 OneCause | 2022 SHRM |
2021 2021 | 2021 Dorel Juvenile | 2021 VMS Biomarketing, Clio |
2020 2020 | 2020 StarTech.com | 2020 Qumu |
2019 2019 | 2019 WPS Government Health Administrators | 2019 Busey |
2018 2018 | 2018 Gopher Sport & US Bancorp Fund Services (tie) | 2018 — |
2017 2017 | 2017 DAT Solutions | 2017 US Bancorp Fund Services |
2016 2016 | 2016 moo.com | 2016 Church Pension Group, US Bancorp Fund Services |
Best Medium Contact Center
Year | Winner | Runner-Up |
|---|---|---|
2024 2024 | 2024 DAT Freight & Analytics | 2024 WebMD Health Services |
2023 2023 | 2023 iRobot | 2023 Bluegreen Vacations |
2022 2022 | 2022 Zeiders Enterprises, Inc. | 2022 WebMD Health Services |
2021 2021 | 2021 Publishing Concepts, Inc. | 2021 WebMD Health Services |
2020 2020 | 2020 Showdown Displays | 2020 Veterans United Home Loans |
2019 2019 | 2019 WebMD Health Services | 2019 moo.com |
2018 2018 | 2018 WebMD Health Services | 2018 The LEGO Group, SCAN Healthplan |
2017 2017 | 2017 Citrix Systems, Inc. | 2017 SCAN Healthplan |
2016 2016 | 2016 Zeiders Enterprises, Inc. | 2016 Guidewell Connect, MDwise |
Best Large Contact Center
Year | Winner | Runner-Up |
|---|---|---|
2024 2024 | 2024 UPMC Health Plan | 2024 Amica Mutual Insurance Company |
2023 2023 | 2023 Navy Federal Credit Union | 2023 Amica Mutual Insurance Company |
2022 2022 | 2022 UnitedHealthcare | 2022 ACT |
2021 2021 | 2021 UPMC Health Plan | 2021 PeakSupport |
2020 2020 | 2020 New York Life Insurance | 2020 TIAA |
2019 2019 | 2019 Cvent | 2019 UPMC Health Plan |
2018 2018 | 2018 Chewy | 2018 Cathay Life Insurance, Ltd. |
2017 2017 | 2017 UPMC Health Plan | 2017 Web.com |
2016 2016 | 2016 Kohl's | 2016 Wells Fargo, WageWorks |
2015 2015 | 2015 UPMC Health Plan | 2015 — |
2014 2014 | 2014 OppenheimerFunds, Inc. | 2014 — |
2013 2013 | 2013 Wells Fargo | 2013 — |
2012 2012 | 2012 UPMC Health Plan | 2012 — |
2011 2011 | 2011 New York Life Insurance | 2011 — |
2010 2010 | 2010 CapitalOne | 2010 — |
2009 2009 | 2009 American Express | 2009 — |
2008 2008 | 2008 Mondial Assistance | 2008 — |
Best Strategic Value to the Organization
Year | Winner |
|---|---|
2024 2024 | 2024 Premier BPO |
2023 2023 | 2023 OSF OnCall Digital Health |
2022 2022 | 2022 Concentrix & Grypp, Gusto |
2021 2021 | 2021 UPMC Health Plan |
2020 2020 | 2020 Valvoline |
2019 2019 | 2019 New York Life Insurance |
2018 2018 | 2018 UPMC Healthplan, dōTERRA |
2017 2017 | 2017 Whirlpool Corporation |
2016 2016 | 2016 UMPC Health Plan |
2015 2015 | 2015 Progressive Insurance |
2014 2014 | 2014 The University of Miami Health System |
2013 2013 | 2013 New York Life Insurance |
2012 2012 | 2012 China CITIC Bank |
2011 2011 | 2011 Acronis |
Best Contact Center Culture
Year | Winner |
|---|---|
2024 2024 | 2024 Amica Mutual Insurance Company |
2023 2023 | 2023 Dow Jones & Company, Inc. |
2022 2022 | 2022 UPMC Health Plan |
2021 2021 | 2021 Solari Crisis & Human Services |
2020 2020 | 2020 UPMC Health Plan |
2019 2019 | 2019 Navy Federal Credit Union |
2018 2018 | 2018 UPMC Health Plan |
2017 2017 | 2017 Clio |
Best Digital Customer Experience
Year | Winner |
|---|---|
2024 2024 | 2024 Samsung Electronics of America NAHQ CS |
2023 2023 | 2023 Shell |
2022 2022 | 2022 Concentrix & Grypp |
2021 2021 | 2021 TELUS International |
2020 2020 | 2020 Clio |
2019 2019 | 2019 Dorel Juvenile |
Best Learning and Development Program
Year | Winner |
|---|---|
2024 2024 | 2024 Transparent BPO |
2023 2023 | 2023 WebMD Health Services |
2022 2022 | 2022 Trex |
2021 2021 | 2021 WebMD Health Services |
2020 2020 | 2020 Ameriprise Financial |
Best New Technology Solution
Year | Winner |
|---|---|
2024 2024 | 2024 Cognigy |
2023 2023 | 2023 Grypp Corp. |
2022 2022 | 2022 Infinity, Observe.ai |
2021 2021 | 2021 Local Measure, TELUS International |
2020 2020 | 2020 NICE inContact, Cogito |
2019 2019 | 2019 Talkdesk |
2018 2018 | 2018 NICE inContact |
2017 2017 | 2017 Jacada |
2016 2016 | 2016 Dizzion |
Best Outsourcing Provider
Year | Winner |
|---|---|
2024 2024 | 2024 Movate |
2023 2023 | 2023 Transparent BPO |
2022 2022 | 2022 PeakSupport |
2021 2021 | 2021 CSS Corp |
2020 2020 | 2020 Transparent BPO |
2019 2019 | 2019 Harland Clarke |
2018 2018 | 2018 TELUS International |
2017 2017 | 2017 Callzilla |
2016 2016 | 2016 Optum |
Best Small-to-Medium Contact Center
Year | Winner |
|---|---|
2015 2015 | 2015 VP Imagewear |
2014 2014 | 2014 Cars.com |
2013 2013 | 2013 UniSuper |
2012 2012 | 2012 Allianz |
2011 2011 | 2011 iContact |
2010 2010 | 2010 TransCore |
2009 2009 | 2009 NCS |
2008 2008 | 2008 CareerBuilder.com |
Best Use of Technology
Year | Winner |
|---|---|
2018 2018 | 2018 UPMC Health Plan |
2017 2017 | 2017 Wells Fargo Treasury Management Client Delivery |
2016 2016 | 2016 moo.com |
2015 2015 | 2015 AICPA |
2014 2014 | 2014 Group O and OpenSpan |
2013 2013 | 2013 Hyatt Hotels and Interactions Corporation |
2012 2012 | 2012 American Water |
Most Improved Contact Center
Year | Winner |
|---|---|
2018 2018 | 2018 Liberty Mutual |
2017 2017 | 2017 Alberta Pension Services Corporation |
2016 2016 | 2016 Ameren Missouri |
Best QA/CX Program
Year | Winner |
|---|---|
2018 2018 | 2018 Cvent |
2017 2017 | 2017 Navy Federal Credit Union |
2016 2016 | 2016 Farmers Insurance |
2015 2015 | 2015 Peach Pass |
2014 2014 | 2014 The Guardian Life Insurance Company of America |
2013 2013 | 2013 OptumRx, UPMC Health Plan |
2012 2012 | 2012 Allianz |
2011 2011 | 2011 The Canadian Medical Protective Association |
Best Outsourcing Partnership
Year | Winner |
|---|---|
2015 2015 | 2015 Clark Resources and UPMC Health Plan |
2014 2014 | 2014 Synergy Solutions and Shutterfly |
Best Social Media Customer Care
Year | Winner |
|---|---|
2018 2018 | 2018 Swanson Health |
2017 2017 | 2017 Dorel Juvenile |
2016 2016 | 2016 Navy Federal Credit Union |
Best Chat Support
Year | Winner |
|---|---|
2018 2018 | 2018 Hong Kong Tourism Board |
2017 2017 | 2017 Signs.com |
2016 2016 | 2016 moo.com |
Best Multilingual Support
Year | Winner |
|---|---|
2016 2016 | 2016 Raytheon |
2015 2015 | 2015 Aetna |
Best Use of an Emerging Channel
Year | Winner |
|---|---|
2015 2015 | 2015 Avaya |
2014 2014 | 2014 Penn Foster |
Best Philanthropy Program
Year | Winner |
|---|---|
2017 2017 | 2017 Dell Technologies |
Most Innovative Customer Service
Year | Winner |
|---|---|
2018 2018 | 2018 Clio |
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